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Deaf Woman Refused Service at Campbell Fast Food Drive-Thru

A stunning confrontation at a local fast food drive thru was captured on cellphone video. A Jack in the Box worker in Campbell refused to serve a deaf woman and even mocked her sign language. Robert Handa reports. (Published Monday, Sept. 9, 2019)

A stunning confrontation at a San Francisco Bay Area fast food drive-thru was captured on cellphone video. A Jack in the Box worker in Campbell refused to serve a deaf woman and even mocked her sign language.

The video went viral Monday, and the woman at the center of it, 39-year-old Revae Arnaud-Jensen, says she's pursuing legal action.

At the busy Jack in the Box on West Hamilton Avenue, customers generally order through a speaker first, then drive up to the window. But that didn’t work for Arnaud-Jensen, who has been deaf since birth. Still, she expected to get food, not grief.

"I was shocked and perplexed," said Arnaud-Jensen, who is articulate and can communicate through lip reading and sign language.

With the help of her son on Monday, Arnaud-Jensen talked about the verbal confrontation. She said it all started when she tried to explain why she didn’t use the speaker and tried to order at the drive-thru window.

As things escalated, her son recorded the confrontation with his phone. In the video, the worker can be heard telling Arnaud-Jensen "no order." Then the worker mocks her sign language, and there's laughter.

"It just continues. It needs to stop," Arnaud-Jensen said. "It’s discrimination. Too many times. They think it’s the norm, but it’s not.”

"We have been informed of the incident that took place between an employee and hearing-impaired guest, in the drive-thru at a Campbell, CA restaurant on August 31st. We do not tolerate the mistreatment of any customers and expect employees to follow all training procedures, be respectful, courteous and accommodating to all guests. After a thorough investigation of the incident and direct contact with the local franchise owner, we understand the employee in the video has been terminated."